United States
Multi-disciplined Support Engineer with exemplary achievements and specialized experience in the areas of SharePoint Support, Project Management, Desktop Support, Network Administration, and Information Security. An exceptional Leader with notable success in overseeing the development of the following service-based IT policies and procedures: Vendor Management, Inventory Management, Documentation Standards, Roles and Responsibilities, Client Support, Internet and E-mail, Data Backup Management, Quality of Service, Internal Auditing, Effective Team Building, User Guide Architecture, Relocation of Computer Operations, Disaster Recovery Management. Experience with devising creative solutions to complex and technical issues; focusing on enhancing profitability, reliability, improved operations, and customer satisfaction. Specialties: • Hands-on experience with the various stages of project management including project definition, design, implementation, testing, and support; • Experience identifying, analyzing, and resolving security issues; • Experience leading and/or collaborating with diverse individuals; • Ability to manage multiple project simultaneously from start-to-finish; • Strong interpersonal and communication (oral and written) skills.
• Managed Microsoft enterprise customer relationships at tier 3 in an international environment and collaborated in virtual teams delivering technical solutions and consulting expertise. • Mitigated difficult complaint handling situations through responsiveness to customer and partner needs and the efficient analysis of sensitive data to obtain definitive answers. • Delivered high quality incident resolution in a timely manner with focus on root cause analysis, prevention, and knowledge transfer. • Resolved support cases methodically generating alternative solutions and providing recommendation and technology strategies in enterprise production environments. • Administered and supported backup and restoration, migration, and patching on Windows Server 2008, IIS 7, SQL Server 2008 and Microsoft SharePoint 2010. • Reported on software changes and customer suggestions for quality improvement of business operations activities by consistently sharing best practices with team members.
• Implemented ITIL v3 processes and procedures aimed at continuous improvement of client-centric services including the non-interrupted delivery of PBX voice telecommunications, availability of trading applications, access to data networks, and the deployment of IT infrastructure to cross functional banking departments engaged in intercontinental acquisitions and mergers. • Delegated the role of Team Project Lead responsible for Microsoft Dot Net 4 Framework deployments to 250 workstations in Paris, Luxembourg, and Dublin while concurrently managing the hardware refresh project initiative in parallel with daily operational support duties at tier 2 and 3. • Troubleshot the Bloomberg application suite and B-unit hardware, the Market Data analysis application suite, FactSet (data analysis tool), Reuters financial analysis application suite, MS Office Suite, and BlueBook Office add-ins. • Logged and tracked data and telephony incidents to root cause and documented each methodical resolution in the firm’s internal problem ticket management workflow database.
• Analyzed software requirements and the organization and control of daily agile scrum meetings with developers and stakeholders’ issues and concerns over progression towards end of sprint cycle deliverables. • Drafted Visio diagrams of server architecture, maintained daily sprint backlogs, updated software test plans, and reported on test results. • Decomposed user stories into procedural tasks for the Scrum Master, and the planning and oversaw product demonstrations on new user functionality implementations due at 3 to 4-week sprint intervals. • Reported on flagged threats, decisions to be taken, and action plans for weekly global project status meetings providing complete or non-complete user story visibility in MS Excel burn down chart fashion to executive management. • Conducted follow-up interviews and putting in place assurance measures to ensure that all incomplete stories get reported to future sprint cycles. • Calculated time reserves for bug fixing at the end of each sprint in collaboration with department managers and senior project officers to control resource allocation.
• Provision of compliance support for access management processes; a primary resource to process authorized requests to create, modify, suspend and delete user accounts in a Forbes fortune 100 financial services firm. • Support of IT processes and procedures resources that secure network resources, such as files, directories, and system access according to system specification and platform limitations. • Response to user queries in Digital Workflow the areas of sign-on, file access difficulties, and security violations. • Identification of security policy and standards requirements used to measure non-compliance issues on domain controllers and file servers; implementation of remedial action processing. • Re-verification of data owners and authorization of access requests by approved submitters from a user base of over 80,000 clients having a wide range of security-related needs ranging from training and awareness to assistance with token-based authentication. • Evaluation of Windows scripts for compliance with policies and procedures that specify what data should be collected on which active directory objects for use in infrastructure cost reporting.
• Provided Active Directory and Exchange Server 2003 administration, data maintenance and backup, infrastructure and cryptographic encryption security configuration (PKI), digital certificate enrollment and renewal, wireless connectivity, troubleshooting and development of multiple servers and databases to include planning and making recommendations for integrations required to maintain VA’s IT systems; performing system and network configuration and management, including workstations, servers and network setup. • Collaborated with IT staff, directors, middle managers, supervisors, project managers, engineers, system administrators and contractors to coordinate and manage the timely implementation of projects. • Documented support inquiries in Remedy helpdesk; diagnosed and remedied computing system failures, both hardware and software. • Enforced network security policies and procedures; educating users both orally (i.e. open discussions) and in written form (i.e. drafting service level agreements) while thoroughly documenting the VA IT systems. • Assisted with desktop hardware and software support, installation, and configuration as needed. • Drafted and disseminated roadmaps and project summary reports for executive management’s use in communicating to staff the overall status of projects. • Identified and implemented information security requirements necessary for the protection of all information processed, stored, and transmitted throughout the agency. • Assisted management, ISO’s, and IT staff in the development and implementation of plans, policies, and procedures.